FAQS
Account
Do I need to register before placing an order?
Yes, you do. You can browse our fashion product without registering. Once you are ready to place an order, we will prompt you to login or register with us.
How do I register?
Click “Sign in” at the top right corner of our website.
What if I forget my login password?
Click the “forgot your password” at the Sign in page, fill in your registered email then we’ll send a new password to your registered email.
How can I change my account password?
You can change your password after you login your account.
How do I unsubscribe from your email newsletter?
You can click “Unsubscribe” at the bottom of every received newsletter email.
Ordering & Payment
Can I remove item from the shopping cart?
Yes, if the order is not placed, you can remove the item from the shopping cart. But once you have placed the order, you can’t delete any item from the order.
What happens if my item is out of stock?
For our popular item, it might go out of stock quickly.
The out-of-stock items will be automatically refunded once your order is processed.
Can I modify or cancel my order?
Once your order is placed (before payment, in “Pending Payment” status), there would be an nine digit alphanumeric order number. Those orders cannot be altered. If any information is incorrect, you can ignore the wrong order and create a new one.
Once you finish the payment for your order, if you want to modify or cancel, you can send a request to our customer service representatives in your account at Contact Us page for assistance.
Can you custom make the item(s)?
Sorry that we don't provide custom-made service at this time. The items are just same as our website displayed and same as the description on our website.
If I want to change information (such as color, size, shipping address, shipping method) of a paid order, what can I do?
We can only change those information for you if the order is not shipped out. Therefore , please be more careful to place the order. If there are changes, contact us via service@phoeberain.com or chat with us online.
What kind of secure payment methods do you accept?
We use PayPal to facilitate our payment process. You can use Credit Cards, Debit Cards, PayPal Wallet, Bank Account,eCheck, and any other payment methods that PayPal supports to complete your order on our website.
How do you secure my payment information?
We do not process any of your payment information. All payment related matters on PhoebeRain are handled by PayPal.
Why do I get less refund for the item(s) sometimes?
Please be noted if there is a discount for your order,we will refund you the amount with the discount, that means we will refund what you actually pay for each item.
Size Chart
How can I choose the right size ?
Sizes of items from different supplier differ.Please do click size icon to check BWH of item itself.You can also click "SIZE GUIDE" to check the BWH details.
What is free size ?
That means there is only one size available for the item. Generally a Medium size fits the majority of customers. If you are still unsure, please check the product details to see the measurements or click the size icon to see the specific measurements.
Shipping & Handling
Where does my order ship from?
Our main fulfillment center is located in China, So our clothes are shipped from our fulfillment center.
What countries do you ship to?
We ship WORLDWIDE, so doesn't matter which country you are in, we ship it!
Does PhoebeRain ship to multiple addresses?
We are only able to deliver to one address per order. We suggest that you place a separate order for each destination, if you would like to send your purchases to multiple addresses.
What delivery companies do you use?
We only use safe and reputable delivery companies like DHL,UPS, USPS, Postal Mail, etc.
How much is the shipping fees?
It depends on weight and distance. And you can see the exact fees when choosing the shipping method.
BTW, any order over $99(final sale items excluded) can enjoy free standard shipping in our website now!
Is there any additional fee or tax?
For most of the countries, our customers do not need to pay for importing fees, duties or VAT(Valued Additional Tax). However, for some limited countries (especially for some European countries such as Germany, Italy, UK and Canada,etc.) may need to pay duties or VAT according to your countries’ levying rules.
Does UPS/DHL require a signature on delivery?
DHL requires signature of receiver, while UPS usually drops package at your yard/front door/porch when your are not home to receive the package.
Do you ship to PO BOXes and APO/FPO/AFP military addresses?
We can only ship to those addresses by standard shipping (about 2 weeks for delivery). If you want to receive the item(s) by expedited shipping(in 10 days), please provide a physical address.
What is the delivery time?
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)
Our normal delivery time is 3-5 business days of preparing the orders and 4 - 8 business days of shipping.
Order Processing: Once you complete payment for your order, we will start processing your order immediately. The order processing time is normally 3-5 business days. We work with our in dependent designers to prepare your products. Our in house QA team will perform a quality control checking before each product is placed into the final shipping package.
Shipping: Our Super shipping delivery is with DHL or UPS. It takes 4-8 business days to deliver.
How do I track my order status?
Once the order is placed, you will receive an email about the order information. You can also login to our website and track your order under “My account > My Orders” of our website.
Once the order is shipped, you will receive a shipping email with the tracking number for your package.
Can you pack my order as a gift?
Sorry we do not provide this service now.
Coupons & Discounts
How can I use the coupon codes?
We will release coupon code from time to time, you can view our promotional information in the blog. You can also contact our customer service staff to obtain coupon code.
Return & Exchange
What is your return policy?
Items Not Eligible for Return
- Swimwear is not eligible for return or exchange.
- Final Sale is not eligible for return or exchange.
- Swimwear can only be returned/exchanged if it is defective/damaged or wrong item.
- You are required to upload a picture showing the problem item when submit the return/exchange request online.
For the other items,to be eligible for a return, please make sure that:
- Items can be returned or exchanged within 30 days from the delivered date.
- Items received should be unused, undamaged and in original package with original labels.
- Return shipping fee is paid by buyer.
Items that do not meet these criteria will not be considered for return.
For more details,please refer here RETURNS&EXCHANGES.
How can I return or exchange an order?
Kindly please log in our website to check your account order(s). There is a “RMA” Tab in every order.You need to click it and submit the RMA request, then you will get authorization and return address from us in 24 hours by email. For more details, please refer here RETURNS&EXCHANGES.
If you have any other questions, feel free to email us at service@phoeberain.com .
How soon will I receive a refund for my return?
Your refund will be issued to the original payment method to your PhoebeRain account within a week, once the refund is approved by our customer service representatives.
Please note that it may take up to 30 days for the refund to appear in your the credit card if using it as original payment method.
Why did PhoebeRain fail to refund you sometimes?
There are multiples reasons that we fail to refund you in time.
1) PayPal cases. If you had contacted PayPal to open a dispute or file a claim of your order, then the order transaction is being reviewed by PayPal which makes the funds not available. Once the case is closed, we can manage to issue the refund to your account.
2) Credit card chargeback. If you had asked your credit card company to stop the payment before contacting us, we can do nothing during their investigation but wait until the case is closed.
3) Credit card issues. Sometimes customers don't use the original credit card or have changed the card, which will lead to refund failure. But we will ask for your PayPal account to send the amount.
4) Transaction overdue. If you ask for the refund exceed 180 days from the order payment date, we will have to ask our PayPal account manager to help issue the refund, which will cause about 1 week delay compare to our normal process.
If the garment does not fit, what can I do?
Please go to the order detail page to submit a request to us. Our customer service representatives will reply you with further instructions within 24 hours.
If I receive a wrong/damaged/defective item, what should I do ?
Send email to service@phoeberain.com with picture(s) of the wrong/damaged/defective item as well as your order NO. so that we can investigate and take further action to resolve your problem.
What should I do if an item is missing from my order?
Sometimes, your order will be delivered in multiple packages. Please check your order details in your account.
Once all the packages have been delivered but you are still missing items, please contact our customer service representatives at Contact Us page and submit a request to us. Our customer service representatives will help you and get back to you within 24 hours.
Where can I return the item to ?
Our products will be returned to our CHINA RETURN CENTER.
What shipping company can I choose for return?
Usually you can use any shipping carrier to ship the parcels back to us . You are supposed to choose the cheaper method like postal shipping, which is best and convenient for both of us .
Customer Support
What if I encounter other problems on PhoebeRain.com?
Please take a picture of the problem you met or screenshot and send it to service@phoeberain.com so that we can handle the issue ASAP.